Jenny German
San Jose,CA
Summary
- To be well established in a career that enables me to have a lifetime of learning including continued education, growth within a company and showcases not only my training, but my personal credentials, as well.
- Extensive background in negotiations
- Takes initiative without being asked
- Strong leadership and problem-solving abilities
- Works well independently or as part of a team
- Able to learn, apply and master knowledge effectively
- Detail oriented and able to multitask
- Outstanding communication and customer care skills
- Hard working, loyal, honest and ethical
Results-driven Service Coordinator with solid background in coordinating and managing service operations. Possessing proven track record in effective scheduling, dispatching personnel and managing inventory for optimal performance and customer satisfaction. Highly organized, team-oriented professional with exceptional communication skills.
Overview
15
15
years of professional experience
Work History
Telephone Service Coordinator
Wollborg Michelson/Delta Dental
08.2022 - 04.2023
- Respond to Denti-Cal beneficiary requests for provider referrals; confirms with dental offices their availability to receive new Denti-Cal patients; researches provider and claims files in effort to place beneficiaries with providers
- Responds to requests for provider referrals, request for history, claim/TAR status, and various other types of calls
- Contacts dental offices to request or confirm participation in the Denti-Cal Referrals program; prepares Referral Variance Log for PMF updating
- Researches providers and claims files and makes 'cold' calls to place beneficiaries with providers
- Miscellaneous projects as assigned.
- Evaluated and analyzed data to identify trends, uncovering opportunities for process improvements and service enhancements.
Home Loan Processor
PennyMac
05.2020 - 05.2022
- Performing routine data entry and validation tasks
- Initiating third party orders (title, appraisal, hazard, flood cert, credit, etc.)
- Reviewing and validating loan documents
- Handling routine inbound and outbound calls, emails and/or chat responses
- Assigning and distributing workloads
- Monitoring work queues and intervening as needed
- Interacting with multiple departments to expedite processing and/or issue resolution
- Performing other related duties as required and assigned
- Demonstrating behaviors which are aligned with the organization's desired culture and values.
- Processed mortgage loan applications accurately and successfully for over 20 years.
Closer/Funder
Catalyst Mortgage
11.2019 - 05.2020
- Review closed loan packages to ensure completeness of loan documentation
- Verify loan closing package complies with insurer and/or guarantor requirements and documentation
- Obtain all outstanding conditions to ensure timely funding and closing of the loan
- Review and verify the accuracy of the final closing statements prior to closing to ensure compliance with Company, Investor, and Conventional regulations and requirements
- Reconcile final figures to calculate wire amount and balance with the settlement agent
- Promptly obtain documentation requested by investors or insuring/guaranty post-closing
- Solve problems quickly, communicate effectively with internal and external customers, provide excellent customer service and work well under pressure
- Verify and ensure compliance with Company policies and procedures, as well as all applicable federal, state laws, regulatory and government standards, guidelines, rules and/or local ordinances
- Perform other duties as assigned by management.
DSC Document Specialist
BCForwarding/US Bank
07.2019 - 09.2019
- Research and clerical work pertaining to all collateral files and documents
- Review mortgage documents, e.g
- Mortgage notes, endorsements and and riders, deed of trust, title policies, loan assignment and etc., for accuracy and and noting exceptions on S.O.R
- Data entry and generate reports
- Labeling files, organizing carts and filing documents
- Operating internal programs for research and activity movements of files and/or documents
- Communicate with various levels of staff of the office to promote collaboration
- Meet deadlines and daily production levels.
Customer Service Rep
Safe Credit Union
01.2019 - 03.2019
- Assist members with all general inquiries on accounts and loans
- Process member transaction requests, including inputting check orders through Clarke American
- Problem-solve with members regarding account concerns
- Input loan applications for all loans including Home Equity lines/loans
- Explain, promote, refer and sell Credit Union products and services using consultative selling techniques
- Quote rates range from SAFE's Savings/Loans Rate Sheets
- Conduct member profiling to determine member needs
- Open sub-share accounts (Checking, Money Markets, Special Purpose Savings, Certificates, and Holiday Club Accounts)
- Achieve individual sales and services goals (Call Monitors/Mystery Shops, Adherence, and Call Volume)
- Confer with other departments to resolve member questions and concerns
- Maintain posting drawers and ensure drawer balances daily
- Maintain an ongoing awareness of developments/changes in policies, procedures, products and Services
- Adhere to Attendance and Punctuality Guidelines
- Complete other duties as assigned.
Quality Control File Liaison
LoanPal/PEM
10.2016 - 11.2018
- Ensure that the external audit loan requests (Fannie Mae, Freddie Mac, MI) are processed quickly and within the time requested by a third party
- Assist in validation of the Post Close QC audit rebuttals
- Follow up to ensure appropriate corrective action has occurred with various departments
- Maintain the ongoing dialog with the third party quality control vendor to ensure the vendor policies and procedures detailing the review methodology, identification of defects, and trends; and is reporting those to Credit Manager
- Results to us accordingly
- Assist the Director of Audit and Quality Control and Quality Control Specialists with projects from time-to-time
- Attend relevant loan underwriting, credit analysis, or loan program industry training as assigned.
Office Executive Assistant
Catalyst Mortgage
10.2015 - 10.2016
- Answering phone calls for the office
- Responsible for daily and weekly reports as well as all lead reports
- Accept pre-applications
- File preparation for audit as well as audit of files and disclosures.
- Reported to senior management on organizational performance and progress toward goals.
- Improved company communication by managing and updating internal databases.
- Collaborated with multiple departments to ensure smooth daily operations across the organization.
Short Sale Processor
First Signature Title
11.2013 - 04.2015
- Negotiate directly with bank representatives to achieve favorable sale prices and terms
- Handle all short sale counter-offers and multiple transactions while meeting department performance measures
- Assemble, prepare, and fax all required short sale documents to lien holders
- Escalate short sale transactions to the proper individual or department within lender organization
- Efficiently complete the short sale process; underwrite, utilize software programs designed for the process.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Managed multiple applications simultaneously while maintaining organization and attention to detail for each case.
Loan Doc Specialist 4
Wells Fargo
10.2011 - 10.2013
- Mortgage industry professional with loan-processing experience and a comprehensive knowledge of conventional and government loan programs
- Thorough in gathering borrower information, verifying loan documents and reviewing file documentation to guide each loan from pre approval to closing
- Conforming & Nonconforming Loans, FRMs, ARMs, GPMs, Jumbo Loans, Fannie Mate & Freddie Mac Guidelines, FHA, VA, USDA Rural Development Loans
- Proficient in managing between 20 and 50 loans effectively
- Highly skilled in following processes and procedures that need to be taken into account when maintaining liaison with loan originators
- Strong communication skills with borrowers and lenders
- Every detail oriented, organized with strong ability to multi-task and prioritize.
- Maintained up-to-date knowledge of changing industry regulations, ensuring strict adherence to guidelines in all aspects of documentation preparation.
Short Sale Negotiator
Bank of America
10.2010 - 07.2011
- Negotiate delinquent mortgages with lender representatives in conjunction with real estate agents
- Escalate short sale transactions to the proper individual or department within lender organization
- Efficiently complete the short sale process; underwrite, utilize software programs designed for the process.
- Maintained and updated all portfolios by state given by foreclosure management.
- Enhanced client satisfaction with timely updates on progress and consistent follow-ups regarding their cases.
Admin Assistant/Short Sale Negotiator
REA Holdings Group
11.2009 - 09.2010
- Assemble, prepare, and fax all required short sale documents to lien holders
- Negotiate directly with bank representatives to achieve favorable sale prices and terms
- Handle all short sale counter-offers and multiple transactions while meeting department performance measures.
- Improved client retention rates by providing exceptional customer service throughout the negotiation process.
- Conducted comprehensive property evaluations to determine appropriate listing prices based on market trends and comparable sales data.
- Evaluated and examined files with management prior to foreclose sale date to formulate bidding instructions.
Account Representative
ARS National Services
10.2008 - 03.2009
- Contact clients daily to determine reasons for overdue payments; review terms of sale, service, or credit contracts then determine appropriate resolution; receive and post payments to clients' accounts
- Perform administrative functions for assigned accounts including financial position of clients and status of collection
- Perform clerical duties including writing reports, sorting/filing/answering correspondence.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Analyzed accounts for delinquencies and other ongoing issues.
- Developed, maintained and utilized diverse client base.
Education
High School Diploma -
Rutherford High School
Panama City, FL07.1994
Skills
- Goal Setting
- Quantitative skills
- Community liaison
- Improvement plan knowledge
- Data Analysis
- Telephone communication
- Notetaking and documentation
- Audit reporting
- Service monitoring and evaluation
- Logistics Coordination
- Record preparation
- Client Advocacy
- Multitasking
- Organizational Skills
- Attention to Detail
- Microsoft Word
- Problem-Solving
- Critical Thinking
- Clerical Support
- Verbal Communication
- [Equipment] operation
- [Type] Software Proficiency
- Excellent Communication
- Friendly, Positive Attitude
- Flexible and Adaptable
- Interpersonal Communication
Skills Knowledge
60 + WPM, Macess, CDMMIS, Microsoft Office (Excel, Word, Publisher), LIS, Future State, Equator, RealFlow/Open Road, Holidex, Encore, QuickBooks, Great Plains, Point, Encompass, All FHA and VA Connection, Loan Soft, Unifi, internet programs
Recognition
Outstanding Employee Awards from American Home Mortgage & Nehemiah Corp. Received numerous letters of commendation for 'excellence in service - short sale negotiations' from realtors, attorneys, brokers, & short sale specialists. Also received a commendation from Brian T. Monyhan, President & CEO of Bank of America.
Timeline
Telephone Service Coordinator
Wollborg Michelson/Delta Dental
08.2022 - 04.2023
Home Loan Processor
PennyMac
05.2020 - 05.2022
Closer/Funder
Catalyst Mortgage
11.2019 - 05.2020
DSC Document Specialist
BCForwarding/US Bank
07.2019 - 09.2019
Customer Service Rep
Safe Credit Union
01.2019 - 03.2019
Quality Control File Liaison
LoanPal/PEM
10.2016 - 11.2018
Office Executive Assistant
Catalyst Mortgage
10.2015 - 10.2016
Short Sale Processor
First Signature Title
11.2013 - 04.2015
Loan Doc Specialist 4
Wells Fargo
10.2011 - 10.2013
Short Sale Negotiator
Bank of America
10.2010 - 07.2011
Admin Assistant/Short Sale Negotiator
REA Holdings Group
11.2009 - 09.2010
Account Representative
ARS National Services
10.2008 - 03.2009
High School Diploma -
Rutherford High School
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